All customers will receive a copy of the sales invoice upon payment of their items, which they are required to produce upon collection of their ceramics. This acts as a proof of purchase as well as allowing staff to identify which items belong to which customers.
Collections: As a general rule ceramics will be ready approximately 7 days from the date of painting and the collection date will be given on their sales invoice. If for any reason the date should change, we will notify customers by phone. This is usually only in exceptional circumstances, and we will make every effort to ensure that the customer has their item as soon as possible.
Casting collections: Castings are usually completed 4-6 weeks from being cast. The customer will be given a collection date on their sales invoice, if for any reason the date should change, we will contact the customer be phone. If a cast/mould should fail, we offer x1 recasting per failed item.
Ceramic Collections: We will hold finished items for a maximum of 6 weeks after this point any uncollected items will be disposed of. Once your collection becomes overdue, we will attempt to contact our customers on three separate occasions during this 6 week period.
Session times: All Painting, Printing, Imprint and Casting sessions as well as Parties are booked as two-hour slots unless otherwise stated at time of booking. If you think you will need longer, please make us aware of this at the time of booking and we will try to fit you in for a longer session if possible (this may not be possible during busier times such as school holidays and weekends) if you are unable to finish your ceramic painting during your booked 2 hour session and would like to book a session to finish your item you will be asked to pay another studio fee per person painting on your next session to cover the studio time.
Postage: If customers are unable to collect their items once they have been glazed and fired, we can post them at the customer's request. Postage is at an additional cost to cover postage and time taken etc.
Medium parcels are charged at £7.00 and Large at £12.00.
The postage of items is entirely at the customers risk and Dotty Pottery accepts no liability for any breakages once items are in the hands of the postal service.
Takeaway Kits: Takeaway caddies can be booked out on loan for an agreed period of time and this may vary on when it is needed back for other bookings. If a customer should return a caddy late this may incur a penalty if it adversely affects bookings by other customers.
Caring for your ceramics: Due to our ceramics being handmade and not factory processed we do not recommend putting them in dishwashers or microwaves as this may affect their longevity. Please also be aware that due to the hand made nature of the products they may not be entirely uniform.
There may be occasions where due to the firing process, defects and breakages may occur, whilst this is rare it is out of our control, if this should arise we will endeavour to rectify or replace the item.
Gift Vouchers: You may purchase gift vouchers through the shop on our website, payment is taken via PayPal. All vouchers are valid for one year from the date of purchase unless stated otherwise. Gift vouchers are non refundable.
Refunds: We have a no refund policy but are happy to exchange or offer gift vouchers to the value of your purchase, all deposits for group bookings of six or more are non refundable.
Cancellations: Where deposits or payments have been paid in full, these payments are non refundable if the cancellation is less than 24 hours notice.
(Please see below with regards to cancellations and refunds of group and party bookings)
Be Kind: All staff at Dotty Pottery endeavour to provide the highest levels of customer service and as such we will not tolerate any foul or abusive language or behaviour in our studio or via any form of social media.
Any persons found to be behaving in an inappropriate or offensive manner will be refused service.
Complaints: If any customer would like to raise a complaint they may do so via email, telephone or in person.
The following Terms & Conditions apply to all bookings once placed
The safety of all guests is the sole responsibility of the Party Organiser, who must be 18 years or above. At least 2 adults should be present at all times during the party.
For health and safety reasons, children must be supervised in the car park and communal areas of the complex.
Any damage/breakage or injury sustained outside the Dotty Pottery unit will be the responsibility of the person who booked the party with Dotty Pottery. No liability will be accepted by any other business within the White House Farm or Wroxham Barns complex'.
Children and their actions remain the full responsibility of their parents, guardians or the party organiser at all times.
Dotty Pottery customers are allowed access to the garden area (White House Farm) which is fenced in and secure. Whilst children do have access to the garden area they must be supervised at all times and the organisers responsibility at all times.
Any breakages within the studio must be paid for in full at the time of the party.
We ask for full payment when booking and this payment is non-refundable with less than 2 weeks notice. (party dates are non transferable with less than 2 weeks notice)
We shall not be responsible for any breach of these terms and conditions caused by circumstances beyond our reasonable control.
We require acknowledgement and agreement of the above terms and conditions upon booking with us.
The following T's & Cs apply to all bookings once placed.
The safety of all guests is the sole responsibility of the Party Organiser, who must be 18 years or above.
Any damage/breakage or injury sustained outside Dotty Pottery unit will be the responsibility of the person who booked the party with Dotty Pottery. No liability will be accepted by any other business within the White House Farm complex.
There is a Café at White House Farm where you can purchase food and drink to consume in our studio, however if you would like to bring your own food and drink you may do so, the onsite cafe is closed on a Sunday.
We ask for full payment when booking and this payment is non-refundable with less than 2 weeks notice. (party dates are non transferable with less than 2 weeks notice)
We shall not be responsible for any breach of these terms and conditions caused by circumstances beyond our reasonable control.
We require acknowledgement and agreement of the above terms and conditions upon booking with us.
Interested in finding out more about our range of services? Get in touch with us today, we’d love to hear from you.
For all bookings or urgent enquiries, please call the number below. Thank you
